Oh dear. My approach is usually to review good hotels here - the ones where there are issues I seek to resolve with the hotel and if resolved well then we keep quite about in the hope that it was a blip and not a habit. This is a rare review.
We would regard our stay at the Radisson Blu as 'unpleasant'. From the moment we arrived (after a five hour drive) the service was so far below expectations from such a hotel, as well as the type of service we had experienced over two weeks in South Africa to leave our jaws pretty much on the floor.
Whilst there was a problem with the booking (Agoda had failed to send through updated details, out of our control) we were made to feel as if the whole problem was our fault, to the extent that we felt as if the hotel thought we were trying to con them out of a night there. This was despite having copies of the updated paperwork on e mail.
Even before we were left standing at the desk whilst the first member of staff nonchalantly began dealing with it for some 10 minutes, we had not even greeted with a smile or general pleasantries. There is something seriously wrong with staff training here. We may have booked via a discounter but we were still paying US$275 for this privilege. And even if we had US$25, there is no excuse for such behavior. A second, equally disengaged member of staff got involved and eventually we were given a key to our room leaving US to apologize to THEM for the inconvenience. Far too British for sure...
Once in the room, they are pleasant enough (albeit this one opposite the lifts which is never ideal). Large with room to unpack and a good sized bathroom. However, on opening the wardrobe there were no bathrobes. Completely empty. What do we need to do to get the basics.
The bathroom again is a decent size with separate bath and shower but the shower, whilst having oodles of hot water and power has an outlet drain that just cannot cope and the water slowly trickles away. Your only option is to open the door and flood the floor. We had the bathmat and two towels on the floor to mop up the mess.
Having taken a free shuttle to Nelson Mandela Square for a bite to eat we passed a second Radisson Blu. "Ah, maybe Agoda confused them" (they are on the same road it appears and Google maps gets confused) so on returning we went to the desk to suggest this. We were completely fobbed off with an "Oh no, that won't have happened". There we are, politely trying to help out and do them a favour and the (same) staff treated us with complete disdain. Unpleasant. Terrible.
Whilst the hotel looks modern and trendy it is perhaps a bad refurb job. For several hours we could here a party (of some kind, the hotel hosts BA staff but it may have been someone else) through what are very thin hollow walls. They are so thin that you could hear a cell phone ringing (somewhere) in a different room. It is that bad. Never mind the bathroom door coming off in my wife's hand.
On checking out, we asked to speak to the manager on duty and he duly appeared. The first time we had a smile from a staff member there. We politely explained everything that had been wrong (including giving him the door handle) and how unpleasant we had found the experience. He politely listen and made what appeared to be a genuine apology. Taking our e mail details again and telephone number (they are on the system but it didn't matter) he promised to be in touch. He even wanted the pictures we had taken.
That was over a week ago. We have still not heard a thing. Obviously, the promise to resolve the situation, take it up with the team and feed back was a hollow one, one that fits with the whole attitude of the hotel and it's staff.
This was the last night of our honeymoon. We left feeling pretty sad that our final experience of South Africa had been so very negative.
My wife has vowed never to stay in a Radisson (or Club Carlson) property again. Today, I changed a reservation for a business trip to a Marriott from the Radisson Seoul Plaza. Whilst I am not convinced this will worry the staff they should be aware that the actions and approach from the Radisson Sandton has impacted their brand and already had a further impact on revenue. Whilst we would never dream of returning to this hotel again, it is unlikely that we would ever stay at an Radisson or affiliated property ever again.
With the Hilton (and Marriott) just down the road, options are plenty in this area. I would encourage people to avod such an experience as we had and try other options.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.